I’ve been going to the same Super Cuts for over 15 years.
They know me by my first name. All of the hair stylists recognize me and they always make me feel welcome.
During the Great Recession, I saw them go from 20 stylists to 8. I heard the stories of how customers were abandoning them for a cheaper alternative.
I was loyal. I kept going on my regular intervals.
But… in reality, I am just a ghost to them. What if I stopped going one day? How would they reach me? How would they look me up? How would they bring me back to my regular haircut intervals?They can’t.
I am a ghost because in over 15 years, they have never asked me for my phone number, email address or even my last name.
How many loyal ghosts are you serving today? Turn them into real people. They are the backbone of your business.Subscribe to Biz Crusader by Email